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Motive is a fleet operations platform that empowers businesses to manage drivers, vehicles, equipment, and fleet spend in a single system. The company serves nearly 100,000 customers across transportation, logistics, construction, energy, field service, manufacturing, and other industries.
As a Senior Technical Support Engineer, you will be a bilingual (Spanish/English) technical expert responsible for managing, diagnosing, and resolving complex customer support issues. You'll exceed customer expectations through quality troubleshooting, timely resolution, and excellent documentation. Key responsibilities include investigating root causes of errors and bugs, analyzing data to assess issue impact and prevalence, utilizing engineering tools to resolve technical issues, and providing constructive feedback to tier-1 support agents for training purposes.
You will build trusting relationships with customers through clear communication via phone, chat, and email. An important aspect of the role is identifying larger issues and trends, understanding their scope and magnitude, and escalating appropriately to technical leadership and engineering teams via Jira. You'll also assist in training and educating other support team members and cross-functional colleagues as needed.
The ideal candidate has 2-3 years of experience in customer support, technical support, or software development, preferably in customer-facing roles. You should be fluent in both spoken and written Spanish and English (US), with strong technical knowledge and troubleshooting skills. Familiarity with SaaS products, the software development process, and ability to perform in-depth root cause analysis are essential. Basic knowledge of SQL and Python is a plus.
